Subject Matter Expert

IntouchCX; San Juan; On-site; PHP 446,000 - 670,000; Full time

Job summary

IntouchCX is seeking a diligent Researcher to locate and vet providers for members, focusing on childcare, parenting, aging, emotional wellness, and home resources. You will contact providers to assess suitability, pre-screen candidates, and maintain thorough documentation of research and outcomes.

The role requires BPO experience, familiarity with Office tools, and experience with case-management systems. Strong attention to detail and professional communication are essential.

Qualifications

• BPO experience is required and preferred for Tier 2/CSR2/ SME candidates.
• Experience in Back Office, Content Moderation, or Healthcare Accounts is highly preferred.
• Proficient with Microsoft 365 and Google Workspace (Docs, Sheets, Gmail).
• Experience with case management systems (e.g., Salesforce, AWS Connect) is a plus.
• Strong communication skills, both written and verbal.
• Ability to manage daily workflow and meet member case SLAs.
• Familiarity with agile practices and adaptability to changes in procedures.

Responsibilities

• Ensure member needs are met by locating potential resources using internal databases and internet/AI tools.
• Research, map, contact, and pre-screen resources that fit member case requirements.
• Maintain high member satisfaction by meeting weekly productivity and quality standards.
• Maintain timely, detailed documentation of case research, status, process, and results.
• Handle any additional responsibilities as assigned by management.

Skills

BPO experience

Back Office

Content Moderation

Healthcare Accounts

Microsoft 365

Google Workspace

Effective communication

Time management

Agile

Tools

Salesforce

Amazon Connect (AWS)

Job description

Job Description

The Researcher role is responsible for providing an unparalleled member experience by providing guidance and resources for all of life's daily distractions and major decisions. This team is responsible for locating, contacting, and vetting providers that support and assist our members.

A Researcher contacts providers to assess the appropriateness of their services and determine whether those services will suit the presenting need of our member. Types of requests vary greatly from member to member, but this team specializes in helping with childcare, parenting, aging and adult care, emotional wellness, disability and neurodiversity, and home and financial resources. This position is very hands-on and requires a high attention to detail, excellent communication skills, and a high level of professionalism. A strong work ethic and a strong desire to be part of the team are critical for success.

What You'll Do..

• Ensure the needs of members are being met by using a variety of tools (internal databases and internet/AI) to locate potential resources.

• Research, map, telephonically contact and pre-screen potential resources that meet member specific case requirements.

• Ensure member satisfaction by consistently meeting company standards for weekly case productivity and quality.

• Maintain timely, detailed, and accurate documentation regarding case research, case status, research process and results.

• Any additional responsibilities as assigned by management.
  

Job Qualifications:

• BPO experience is required for this role, with a preference for Tier 2, CSR 2, or SME candidates.

• With experience in Back Office, Content Moderation, or Healthcare Accounts are highly preferred.

• Proficient with Microsoft 365 and Google Workspace Tools like Google Docs, Sheets, and Gmail.

• Experienced with case management systems (i.e, Salesforce, Amazon Connect (AWS) etc.) preferred.

• Demonstrates high commitment to team members and needs of the team.

• Good communication skills, both written and verbal.

• Ability to manage the daily workflow and ensure member case SLAs are met.

• Agile with the ability to stay on top of changes to internal procedures as well as industry standards.